Partial Service Disruption
Electronic prescription service, Real Time Eligibility
February 22, 2024 8:29AM PST
[Identified] Change Healthcare, a vendor used widely in the healthcare industry for retrieving insurance eligibility details, is experiencing an outage.
As a result, we are seeing the following failures:
* Elation's Real Time Eligibility lookups are failing
* Claims to certain payers though Elation Billing are failing (refer to the Elation Billing application for more information)
* eRx failures to pharmacies that use Change for eligibility lookups
Change has reported that this outage is due to a cybersecurity incident. Our Security Team has reviewed our integration with Change and confirmed there is no security risk to Elation systems. We will continue to monitor this event very closely and provide updates as they are available to us.
February 22, 2024 10:29AM PST
[Identified] Change Healthcare has confirmed they expect this outage to last at least "through the day".
Updates from Change can be found here directly: https://status.changehealthcare.com/incidents/hqpjz25fn3n7
February 22, 2024 1:23PM PST
[Identified] We are continuing to monitor the Change Healthcare service outage. No additional updates are available at this time
February 22, 2024 3:52PM PST
[Identified] We are continuing to monitor the Change Healthcare service outage. No additional updates are available at this time
February 23, 2024 6:41AM PST
[Identified] We are continuing to monitor the Change Healthcare service outage. No additional updates are available at this time
February 23, 2024 11:58AM PST
[Identified] We are continuing to closely monitor the Change Healthcare service outage. We have received no ETA for for service restoration and no additional updates are available at this time.
February 26, 2024 9:58AM PST
[Identified] We are continuing to monitor the situation as Change Healthcare works to restore service. There is no ETA for a resolution from Change at this time.
Our ePrescribing partner, Surescripts, has updated their database of pharmacies to account for the impacts of the Change outage. If you receive an error message stating that the "receiving partner does not support this type of message" when attempting to electronically prescribe a controlled substance, that indicates the pharmacy in question is not able to support EPCS at this time. We recommend reaching out to the pharmacy to determine what, if any, workaround are available.
February 27, 2024 2:10PM PST
[Identified] We are continuing to closely monitor the Change Healthcare service outage. We have received no ETA for for service restoration and no additional updates are available at this time.
March 4, 2024 2:26PM PST
[Identified] Change Healthcare is continuing to recover from this security incident. They have set up a new copy of their electronic prescription service. Our eRx vendor has validated this service and begun to route traffic. We have confirmed that eRx error have returned to normal levels.
We have not yet received an ETA for restoration of the RTE service.
